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Digital: The New Delivery Paradigm

Accenture Post & Parcel Research 2017: see how digital opens up $400M of value annually for post and parcel organizations.

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Digital: The New Delivery Paradigm

  1. 1. DIGITAL THENEWDELIVERY PARADIGM Accenture Post and Parcel Industry Research 2017
  2. 2. Copyright © 2017 Accenture All rights reserved. | A DECADE OF RESEARCH ACCENTURE POST AND PARCEL RESEARCH 2006 2009 2010 2011 2012 2013 2014 2015 2016 2017 2 POSTAND PARCEL RESEARCH 2017
  3. 3. Copyright © 2017 Accenture All rights reserved. | BE A DIGITAL ORGANIZATION DIGITAL OPENS UP US$400M OF VALUE ANNUALLY FOR AN AVERAGE POST AND PARCEL ORGANIZATION DIVERSIFY SELECTIVELY GROW PARCELS DEFEND THE CORE DRIVE EFFICIENCY Used to prove digital impact to the board and free up capital for other investments DIGITIZE DELIVERY Used to prove digital capability publicly to change brand perception CREATE NEW REVENUE Used to deliver growth but requirescapital, board buy-in and a digital brand image 3
  4. 4. Copyright © 2017 Accenture All rights reserved. | 4 TECHNOLOGIES THAT MATTER ARTIFICIAL INTELLIGENCE (AI) Self-learning capabilities that rapidly improve to solve complex problems or deliver “intelligent” interfaces ROBOTICS Using automation to support or substitute human effort in repetitive tasks to improve productivity and reduce costs AUTONOMOUS VEHICLES Using self-driving vehicles, parcel carriers and drones to create new delivery models DATA ANALYTICS Applying analytical tools and techniques to large data sets to optimize activity and predict behavior AUGMENTED REALITY (AR) Providing real-time information and guidance to improve productivity, reduce errors and minimize paperwork INTERNET OF THINGS (IoT) Connecting assets across warehousing, sortation, transportation and delivery to create visibility and control
  5. 5. Copyright © 2017 Accenture All rights reserved. | THESE TECHNOLOGIES APPLY TO THE ENTIRE SUPPLY CHAIN COLLECTION ▪Mobile applications enabling real-time, 24x7 order processing ▪Self-service kiosks replacing staff in retail locations SORTATION ▪Automation enabling faster and more effective sortation ▪Telematics-enabled predictive maintenance that optimizes maintenance schedule and cost TRANSPORTATION ▪Routing algorithms reducing time, costs and emissions ▪Telematics improving vehicle management to optimize fleet performance LAST MILE ▪Marketplaces/aggregators use AI to place goods for faster, cheaper last mile ▪Tech-driven startups bring new offers with different, low-cost profiles ▪Drones and self-driving vehicles improve speed and reduce cost of last mile NETWORK ADMINISTRATION ▪ IoT using sensors to enable better management of assets ▪ AI enabling more accurate demand forecasting and better network management SUPPORT FUNCTIONS ▪Robotic Process Automation in Finance, HR, and IT support functions driving better corporate decisions and reducing costs ▪Digitalization of processes and reduction in paperwork WAREHOUSING ▪AR/wearables improving accurate, efficient retrieval ▪Robotics enabling rapid storage and retrieval while reducing physical footprint
  7. 7. Copyright © 2017 Accenture All rights reserved. | 8 ARTIFICIAL INTELLIGENCE FASTER, SMARTER, BETTER VIRTUAL ASSISTANTS Chatbots or virtual assistants1 automate and improve call center or website interactions to expand capacity and improve customer satisfaction OPTIMIZED DELIVERY ROUTE A platform that self-learns to dynamically coordinate fastest and most cost-effective delivery routes ANTICIPATORY CUSTOMER EXPERIENCE Understanding motivations (the why) behind customer behavior to anticipate requests for control of last-mile deliveries of consumers are comfortable with an AI application responding to their query.2 62% cut in vehicle use and 30% reduction in travel distances as a result of AI-equipped vehicles.3 10% of eTailers want two-way communications between the delivery provider and customers to coordinate delivery.4 68%
  8. 8. Copyright © 2017 Accenture All rights reserved. | 9 ROBOTICS DEVELOPING NEW POSSIBILITIES SELF-SERVICE MAILBOX Creating post office collection points that weigh, price and collect mail and parcels as well as answer queries WAREHOUSE ROBOTICS Robots and guided vehicles accelerate and optimize the movement of content through warehouses while reducing physical footprint HUMAN AUGMENTATION Leveraging robotics to augment human activity, allowing people to accomplish more while reducing injuries availability of a prototype that can weigh a package, calculate postage, and more.5 24/7 improvement in fulfilment center efficiency as a result of AI guided robots.6 3x of all new robotic deployments will concern smart cobots that operate three times faster than current robots and are safe for work around humans.7 30%
  9. 9. Copyright © 2017 Accenture All rights reserved. | 11 AUTONOMOUS VEHICLES USING AI AND DELIVERY ROBOTS FOR THE LAST MILE SELF-DRIVING CARS Autonomous and semi-autonomous vehicles create reduced need for experienced drivers representing cost savings for last-mile deliveries DELIVERY ROBOTS Self-driving delivery robots with sensors and cameras to navigate for door-to-door shipping of small packages DRONES Using autonomous drones (unmanned aerial vehicles), especially in logistics operations, to automate and optimize logistics and last mile forecast of cars with self-driving featuresglobally by 2020.8 >10M the time taken for six-wheeled couriers to finish deliveries.9 15-30 minutes the estimated cost of drone delivery.10 74 cents
  10. 10. Copyright © 2017 Accenture All rights reserved. | 12 AUGMENTED REALITY EMPOWERING THE WORKFORCE IN NEW WAYS WAREHOUSING AND SORTATION Enabling the workforce with real-time information and guidance to improve productivity, reduce errors and minimize paperwork SALES Empowering sales teams and part-time workers with customer data and internal information to create a unified vision of customers across teams CUSTOMER EXPERIENCE Creating AR experiences as an overlay on a package to add to the customer’s parcel experience, especially in gifting reduction in picking errors.11 40% reduction in overhead costs. 12 40% worldwide spending on augmented and virtual reality in 2017 (USD).13 $13.9B
  11. 11. Copyright © 2017 Accenture All rights reserved. | IoT &ANALYTICS NEW DATA, USED DIFFERENTLY PREDICTIVE MAINTENANCE Using sensor data to reduce unnecessary maintenance and prevent unexpected breakdowns FLEET TELEMATICS Monitoring vehicle performance and driving behavior to reduce maintenance and maximize efficiency and safety CONNECTED LOCKERS Using lockers for last-mile delivery to improve customer access and create more flexible, efficient deliveries 13 TRANSPORTATION AND DELIVERY Dynamic route planning and delivery instructions to optimize delivery and reduce errors reduction in maintenance costs across industries.14 15%-30% reduction in safety incidents.15 15% reduction in fuel usage against 1.8% increase in parcel volumes.16 3.3% increase in parcels delivered for 50% less fuel usage.17 10%
  13. 13. Copyright © 2017 Accenture All rights reserved. | 15 GETTING DIGITAL RIGHT Digital will have a profound impact on post and parcel organizations. To thrive, there are some things they will need to get right. DIGITAL CUSTOMER INTERACTIONS Reinventing the customer experience to offer more personalized, efficient and convenient services for both consumers and businesses DIGITAL IN CORE OPERATIONS Data-driven operations excellence that uses insight and prediction to realize efficiency gains in processing and fulfilment NEW DIGITAL DELIVERY MODELS Radically altering the cost profile and capabilities of last mile delivery networks
  14. 14. Copyright © 2017 Accenture All rights reserved. | CONTACTUS BRODY BUHLER Global managing director Accenture post and parcel industry group robert.b.buhler@accenture.com ANDRE PHARAND Principal director and global management consulting lead Accenture post and parcel industry group andre.pharand@accenture.com Brody Buhler @brodybuhler Andre Pharand @andre_pharand ABOUTACCENTURE Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 425,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.
  15. 15. Copyright © 2017 Accenture All rights reserved. | 17 1 A computer-generated, human-like character that answers questions and engages in conversations with customers 2 Accenture Dynamic Digital Consumer https://www.accenture.com/us-en/insight-dynamic-consumers 3 Inside Retail, June 7 2017. https://insideretail.asia/2017/06/07/how-alibaba-uses-artificial-intelligence-to-change-the-way-we-shop/ 4 Accenture eTailers Research 2016. https://www.accenture.com/us-en/insight-post-parcel-etailer-research 5 “USPS Wows At CES: Smart Blue Box”, Official Mail Guide. https://mailomg.com/2017/01/12/usps-wows-at-ces-artificial-intelligence- mailbox/ 6 internetofbusiness, August 25, 2017. https://internetofbusiness.com/ecommerce-giant-alibaba-opens-chinas-smartest-warehouse/ 7 IDC Unveils its Top 10 Predictions for Worldwide Robotics for 2017 and Beyond https://www.idc.com/getdoc.jsp?containerId=prAP42000116 8 Business Insider, June 2016; http://uk.businessinsider.com/report-10-million-self-driving-cars-will-be-on-the-road-by-2020-2015-5- 6?r=US&IR=T 9 Business Insider, March 24, 2017 on Starship Technologies bots. http://uk.businessinsider.com/doordash-delivery-robots-starship- technologies-2017-3?r=US&IR=T/#this-is-the-delivery-guy-or-autonomous-vehicle-of-the-future-1 10 Accenture analysis 11 Augmented Reality in Logistics: Changing the way we see logistics—a DHL perspective, 2014. http://www.dhl.com/content/dam/downloads/g0/about_us/logistics_insights/csi_augmented_reality_report_290414.pdf 12 Dutch-IT Channel. https://dutchitchannel.nl/563329/video-ai-is-de-toekomst-van-crm.html 13 IDC website, February 27, 2017. https://www.idc.com/getdoc.jsp?containerId=prUS42331217 14 Accenture analysis 15 Post&Parcel, June 2017. http://postandparcel.info/80641/news/secured-mail-delivers-160000-fuel-and-maintenance-saving/ 16 Post&Parcel, July 28,2011. http://postandparcel.info/41120/news/ups-cuts-fuel-consumption-3-3-with-vehicle-optimisation/ 17 Science Direct, February 2016. https://www.sciencedirect.com/science/article/pii/S2352146516000193 REFERENCES Copyright © 2017 Accenture All rights reserved. |
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